Refund policy
The 30-night warmth guarantee
Every COCOON order comes with our 30-night warmth guarantee. Use it for up to 30 nights from the day your order is delivered, and if it hasn't earned its place in your evenings, contact us for a return and a full refund of your purchase price.
It is a genuine change-of-mind window. Nothing needs to be wrong with the product.
How to start a return
- Within 30 nights of delivery, reply to your order confirmation email with your order number, or email us at hello@shopcocoon.com.
- We will send you simple return instructions.
- Once the item is on its way back to us, we refund your full purchase price to the original payment method.
The details
- The 30 nights start the day your order is delivered.
- It is a change-of-mind guarantee, so nothing needs to be faulty.
- One guarantee return per household per order.
- Please return the item in a condition that allows us to identify it, with any cable or dock it came with.
Your statutory rights
Our 30-night guarantee sits alongside your legal rights, not instead of them. Whichever gives you more, you get.
United Kingdom
If you are a consumer in the UK, you may cancel your order for any reason within 14 days of receiving it, under the Consumer Contracts Regulations 2013. You then have a further 14 days to send the goods back, and we will refund you within 14 days of receiving them, or of your proof of postage, whichever is sooner.
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you may be entitled to a repair, a replacement or a refund.
Our 30-night guarantee is longer and more generous than the 14-day statutory window, so in practice most UK customers will simply use the guarantee.
Australia
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
United States
Nothing in this policy limits any rights you may have under applicable state or federal consumer law.
Faulty or damaged items
If something arrives damaged or stops working, contact us with your order number and we will sort it out. This applies wherever you are, and is not limited to the 30-night window.
Contact
Reply to your order confirmation email with your order number and we will respond as quickly as we can.